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Marks and Spencer

andreahh24 Avatar
8y, 10m agoPosted 8 years, 10 months ago
I just took my sons 12 week old shoes back to Marks as the sole had holes in. He only wears them for school and is seated for 4 and a half hours of that. The rest of the shoe is fine and it's only the soles, indicating the soles are of inferior quality. My son is an average weight and height for his age but the lady told me he was heavy footed.
Then I told the assistant to call Head Office straight away and hand me the phone. She got the service manager out who wanted to send them to Head Office but I said 'No, I want to speak to head office now, please get them on the phone for me'. She didn't.
The customer service manager told me they were obviously well worn and admitted that they were in good condition apart from the sole??
Then told me they were not for school wear!
After much loud complaining she gave me a refund but insisted I should not let my son wear these shoes to school???
We went out onto the shop floor and even though they were with the school dept she said they were not advertised as suitable for school....THEN my partner turned around and the manniquin wearing full school uniform was wearing the same shoes!!
We showed her and she said 'no, that's just a manniquin, where does it say you can wear these shoes to school?' We said 'It's wearing a school uniform!!!
She was very stern and walked away from us at this point without admitting that these were marketed as school shoes!
I was in tears by the end of this mammoth shop return.
Ok. I got my refund but I can not believe the customer service experienced in Marks and Spencer. I have always raved about that store and the quality of both merchandise and staff members so I am really disappointed in my experience.

Is this a bad experience from a bad employee or is Marks going downhill rapidly??
andreahh24 Avatar
8y, 10m agoPosted 8 years, 10 months ago
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1 Like #1
I had a very similar experience with a different retailer
Black Shoes in the school section not being suitable for school
I must say however that I have never had a problem with M&S
1 Like #2
You have to remember that they are not just any shoes .... They are M&S shoes !!

All joking apart I think you were treated very unfairly, not like M&S, if I were you I would write a letter to their head office as that is not the way any company should treat its customers.

Years ago I tried to return some wellies as my daughters feet were getting wet, I was told by Dolcis not to let my daughter wear her wellies in the rain as they wasn't waterproof !!
#3
lesleysherrock
You have to remember that they are not just any shoes .... They are M&S shoes !!

All joking apart I think you were treated very unfairly, not like M&S, if I were you I would write a letter to their head office as that is not the way any company should treat its customers.


lol. I am already half way through the letter!
Second complaint letter (first to Halifax) in as many days...I'm well on my way to being a grumpy old whinger!

I think I get very annoyed at this kind of thing because I have worked in customer care and I was bloomin' good at it. I would always make sure the customer was happy when they left but these days companies no longer do this!
I talk like I'm ancient but at 30 even I can see standards have dropped soooo much.
1 Like #4
Hi, I really feel for you.
I had a bad experience with M & $ recently over a Pavlova which looked as though it had been half eaten, even though all the packaging was intact. All they would offer was an exchange next time I was in the store, so long as all the packaging was returned. Not living close to the store I didn't bother.

M & $ used to be very good at rectifying problems but as their share price and market share have dropped I think so has their customer care.
1 Like #5
go girl - good on you for sticking up for yourself. too many brits get fobbed off because you don't like complaining. Well done for fighting back!
#6
I hope you got both the assistant and the managers names at the time. :thumbsup:
#7
modoc
I hope you got both the assistant and the managers names at the time. :thumbsup:


I got the service managers name. Not the assistant because she hid in the store room!
banned#8
M&S are terrible when it comes to complaints, all you will get back is a letter thanking you for your time and telling you they will look into ther staff training, blah, de blah, de blah
#9
I've never heard a more open and shut case for a bunch of flowers, a gift voucher for at least a tenner, an apology from head office and a call from the store manager. Hard to believe actually but I'm sure true. I bet the staff realise they have goofed up and will deny it but stick in to them till you get satisfaction. Don't threaten but say you have considered reporting to a consumer watchdog and you have a witness who was with you, but will give them the opportunity of rectifying their mistake as you are sure this is not company policy etc.
Best of luck.
#10
I so wish I had them shoes and that staff member. Let me assure you that whenever I have a complaint and it doesn't get resolved it is the staff that end up in tears.

It is very easy for the store to put up signs saying that 'out staff reserve the right to work in a safe environment..etc' but they make no allowances for when the staff are pi**ing you about and making you angry.
#11
diabeticguy
I so wish I had them shoes and that staff member. Let me assure you that whenever I have a complaint and it doesn't get resolved it is the staff that end up in tears.

It is very easy for the store to put up signs saying that 'out staff reserve the right to work in a safe environment..etc' but they make no allowances for when the staff are pi**ing you about and making you angry.


It was resolved as I did get a refund and I certainly wasn't going to leave with out that!

Once Mothercare refused to refund a pushchair that had broken in 6 months. I proceeded to tell everyone that walked into the store that the pushchairs were rubbish and telling them not to buy them...funnily enough, the guy gave me a full refund. Trouble is, when I get angry, I cry!!

You're not that far down the coastline, I should have let you do it!!
#12
andreahh24
I got the service managers name. Not the assistant because she hid in the store room!


Excellent.

Make sure you repeatedly mention her name throughout the letter and lets hope she gets what she deserves.

My oh works for M & S and is amazed at the hassle that you have received. She is also more shocked at the fact that it was a manager who treated you like this.
#13
Dear Sir/Madam,

It is with regret that I am writing to you today about an experience in your Holmbush, Shoreham store.
I was returning a pair of 12 week old shoes I bought for my Son. The shoes were in good condition apart from the sole that had gone right through.
My Son only wore these shoes to school for 8 of the 12 weeks I owned them as he was on holiday for 4 weeks plus during his school day he is seated for 4 and a half hours.
The Service Manager, Beverley-Ann, told me my Son is very heavy footed and for the price paid (£14) we had had a good wear out of them.
My Son is of average weight and height for his age.
I kept on reiterating that my Son ONLY wore these shoes for school but the Service Manager kept on telling me they were well worn. The inside and upper were perfect and only the sole was worn which indicates an inferior sole was applied to the shoe. If they had been used for sports then they would have had scuff marks and this is a point that Beverley-Ann actually made herself. Balls are not even allowed in my Sons school so he certainly wasn’t playing football in them.
I explained that the reason I bought his shoes from Marks and Spencer was because I like to buy quality and items bought from Marks have always been of outstanding quality before.
Beverley-Ann refused to let me speak with Head Office on the phone and proceeded to look though a school leaflet to see if these were school shoes.
I told her they were in the school section but as they were not in your school catalogue she told me they were not suitable for school and must be leisure shoes.
I did not see the relevance of this argument in the first place.
After much ‘debating’ with this lady she said she would give me a refund but wanted us to go out on the shop floor so she could show me that they are not advertised as being suitable for school wear.
We went to the school display which proudly had these shoes hung up, to which she argued that they could be used for leisure activities in school then my partner pointed out the mannequin stood behind us had the same shoes on and…. Full school uniform! Beverley-Ann looked a bit shocked and said ‘but that’s just a mannequin, that doesn’t mean the shoes are for school’!
I was astounded that you are advertising shoes that Beverley-Ann has told me they are unsuitable for school in the school department with a school child (mannequin) wearing them!
At this point and after approx 20 minutes of trying to explain that the soles were not up to the job I was reduced to tears and Beverley-Ann had turned her back on us.
I walked away completely stunned at the treatment I had just received in a store I have always recommended to people for it’s outstanding customer care.
I felt so strongly that these shoes were of a poor and unacceptable standard that we drove 15 miles to the store a week after I had an operation leaving me using crutches.
What should have been a simple return turned into a circus and I look forward to receiving recompense from you for the distress caused and hope the matter can be resolved at this level.

I hope to hear from you with your response shortly,

Yours sincerely,
#14
Well done. I'd reword the bit about balls. How about ballgames - !!!:-D
#15
Excellent letter.

Just sit back now and wait for their reply.
1 Like #16
Name and shame, which branch, what shoes. I'm sure someone else from here could go to the store and ask in an unrelated manner if the shoes are suitable for school use - giving you even more evidence for you case.

As said by oxter above it seems an almost unbelievably open-and-shut case, to have manequins with the school uniforms and those shoes on is surely 100% implication that the shoes are intended for school use.

Edit - lol, sorry just seen in your letter, Holmbush, Shoreham. Anyone from near there?

NB Make sure you send the letter recorded so you have proof-of-delivery, you should expect a response within 14 days.
1 Like #17
I wont use M&S anymore!

I am a 'bloke' and once a year used to do a 'hit and run' on Marks' for all my bloke things which I 'Knew' when I eventually got round to wearing them they would fit.

A couple of years back I did as I normally do and when I got round to wearing most of the items could not believe how shoddy and ill fitting the items were!

When I went back to the store with my reciept which totalled over 800 squids I was treated so badly I had to leave before I ripped someones arms off and beat the others round the head with the soggy ends!

They have inferior quality and fitting now they have moved production to the far east, but still like to charge the same as when they were manufactured in the UK.

I now shop @ George, that way I save a fortune and the stuff is so cheap that when I get round to washing it I have to work out wether it would be cheaper to buy new or run the washing m/c for a couple of hours!

M&S customer services stink!!!!!!!!!!!!!!!!!!!!!!!!!!!!
#18
andreahh24
It was resolved as I did get a refund and I certainly wasn't going to leave with out that!

Once Mothercare refused to refund a pushchair that had broken in 6 months. I proceeded to tell everyone that walked into the store that the pushchairs were rubbish and telling them not to buy them...funnily enough, the guy gave me a full refund. Trouble is, when I get angry, I cry!!

You're not that far down the coastline, I should have let you do it!!

My sister had a pushchair from their, it was over 6 months warranty but within a ayear and it had nearly fallen apart, the best they could do was take it for it to be repaired, but they are rubbish!

I am in the process of trying to get my phone returned to orange as i believe it is faulty (it is only a few weeks old), i am getting messed around and they have now sent an email tp tech help 3 times and not heard a reply, i am giving him one last chance to ring tomorrow with a usful reply and then i will try to be forceful but im not good at it.:oops:
#19
I used to wear mine out like that all the time.

Rubber soled shoes are no good for putting fags out :whistling:
#20
http://www.marksandspencer.com/gp/product/B000TUG28U/ref=dp_rvi_1/203-1653766-6387163?ie=UTF8&mnSBrand=core

Look which category these are in.

I don't think I need anymore proof that my son can wear them to school!
Stupid argument anyway. Surely trainers have to put up with even more wear!

Don't buy these shoes anyone...unless you own a mannequin...apparently they are fine on mannequin children!
#21
tinca
I wont use M&S anymore!

I am a 'bloke' and once a year used to do a 'hit and run' on Marks' for all my bloke things which I 'Knew' when I eventually got round to wearing them they would fit.

A couple of years back I did as I normally do and when I got round to wearing most of the items could not believe how shoddy and ill fitting the items were!

When I went back to the store with my reciept which totalled over 800 squids I was treated so badly I had to leave before I ripped someones arms off and beat the others round the head with the soggy ends!

They have inferior quality and fitting now they have moved production to the far east, but still like to charge the same as when they were manufactured in the UK.

I now shop @ George, that way I save a fortune and the stuff is so cheap that when I get round to washing it I have to work out wether it would be cheaper to buy new or run the washing m/c for a couple of hours!

M&S customer services stink!!!!!!!!!!!!!!!!!!!!!!!!!!!!


That's a good plan. I think I will travel to Asda next time. They might not last any longer but I'll bet they'll be a third of the price!!
#22
Excellent letter,

I reckon you will get vouchers and the promise the matter will be looked into.

Let us know how you get on.
#23
I find you get a fantastic response to a well worded letter to the Chief Executive. Recently we got 2 DS from different stores. There was a free game advertised. Both stores out of stock of free game. One gave a raincheck voucher(got a better game a week later for free), other said tough. Complained to Manager, no joy. Complained to customer services, powerless to help. Wrote to Chief Executive (on holiday) got a genuine personally signed apology from the Chairman of Tesco, and £25 gift card.

Orange Broadband went down twice for 3 weeks ppp server down issue, high up CSA guy in Executives office gave me £100 each time, and updated me daily on progress.
1 Like #24
They shouldn't been holed after only that much wear.I'm sure you get a voucher for complaing and too right you should too.
Next time go to Clarks or something,its where we go and they last ages,they grown out them before soles/heels and all worn out.
#25
Does having heavy feet move your centre of gravity???
#26
melu
You click 'edit' just inside the end of the original post. I tried but I don't have enough reputation to do it :(

Am surprised no mods are on the case? Shes taken it a bit far abusing andreahh24 like that. She even swore at you guerilla!


I reported my own post...haha...looks like it worked as I can't see that poor excuse of a human being on here now!
#27
guerilla
she's a gonna, banned.


Result!

I think she does work for M&S. She seems to have posted a lot of deals for them.
[admin] 1 Like #28
andreahh24
I reported my own post...haha...looks like it worked as I can't see that poor excuse of a human being on here now!


Yeah, took me a while to delete all the posts :)
She's now banned.
Hope M&S get back to you soon andrea :)
#29
i tried but i dont have enough rep either, i've got more balls then here though lol!
#30
J-B how come she was allowed to edit andreahh24's post??
#31
juliet_bravo
Yeah, took me a while to delete all the posts :)
She's now banned.
Hope M&S get back to you soon andrea :)


Thanks Juliet. I really appreciate that.

For those of you who are worried about my childs welfare, I have asked him if he feels hard done by for wearing Marks and Spencer shoes and not the far superior Clarkes but he seems to be coming through the other side.
For those of you who also have their kids in Marks shoes I hope you know the damage you are doing to your kids!!! :roll:
#32
guerilla
J-B how come she was allowed to edit andreahh24's post??


I'm starting to think she has hacked me. Think I'll change my password to be safe...that'll teach me for being unimaginative.

Hang on, I just clicked on Edi's latest deal and it let me edit it (not that I did!).
I only have 3 orange lights...that's odd.
#33
How come some of my posts have been removed from this thread too?
#34
melu, if you posts were replys to the offending posts yours will of been removed so that the thread still made sense
[admin]#35
It's nothing to worry about melu, I removed all off topic posts relating to her comments, including any with her quotes :)
Guerilla- I'm just asking Rayman about how she managed to edit the OP... I'll post on here if I find anything out
#36
guerilla
melu, if you posts were replys to the offending posts yours will of been removed so that the thread still made sense


Yeah thought as much. Thought id done summat then!

Got no idea why some people can edit and some can't even when they have higher rep?! Tried the help but couldnt find anything.
#37
juliet_bravo
It's nothing to worry about melu, I removed all off topic posts relating to her comments, including any with her quotes :)
Guerilla- I'm just asking Rayman about how she managed to edit the OP... I'll post on here if I find anything out


ohh. ive just put a thread in the feedback section, feel free to delete
#38
Alfonse
Does having heavy feet move your centre of gravity???


Yes, it would move it downwards. You could, in effect, be more stable as you're less top-heavy!! :)
[admin]#39
guerilla
ohh. ive just put a thread in the feedback section, feel free to delete


Naaah, it's fine there- hopefully we'll find some more examples and we'll be able to see a common factor that's allowing some people to edit certain OPs/be blocked from others.

Put a link back to this thread in yours if you like.
#40
juliet_bravo
Naaah, it's fine there- hopefully we'll find some more examples and we'll be able to see a common factor that's allowing some people to edit certain OPs/be blocked from others.

Put a link back to this thread in yours if you like.


I think it's because for some reason, it's treating it as a deal - I just clicked edit on the OP, and it come up with the screen for me to be able add to the post (though obviously not change what's already posted) like the deal posts.

EDIT: Just tried it on other Misc posts too, and it's the same deal for them all.

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